Dynamic Details- and Results-Focused Leader Committed to Optimizing Multi-Site Financial, Business & Operations Initiatives

Business / Financial Analysis ￨ Full-Cycle Accounting ￨ Business / Financial Management

Strategic Analysis / Planning ￨ Trends Tracking ￨ Research ￨ Risk Mitigation / Management

Team Building / Training ￨ Business Control ￨ Quality Control ￨ Client Retention ￨ Compliance

Highly Accomplished Leader who drives companywide growth, builds multidisciplinary teams, creates targeted initiatives and executes growth, and cultivates a strong company image with superior quality. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results to align with a company s vision, including maintaining cutting-edge skills and up-to-date trends awareness. Ambitious Self-Starter who excels at analyzing business needs, identifying lucrative opportunities, defining strategies for efficiently managing global finances, and attaining leverage in competitive markets. Excellent Communicator who leads teams by example and with ethics and integrity.

Core Competencies Include:

  Consistently meeting goals and delivering high-level job performance.

  Cross-functionally collaborating with peers to deliver high-quality services.

  Exhibiting recognition as a quick study who rapidly picks up new concepts.

  Continually executing business strategies to boost growth and customer retention.

  Creating new operating processes and procedures to optimize productivity and efficiency.

  Providing hands-on support always willing to go the extra mile to surpass the status quo.

Mr. Cooper Mortgage, Irving, XXXXXX (2017 Present)

Document Control Representative

Capitalize on the opportunity to lead forward-thinking document control initiatives, including preparing mortgage re-amortization agreements using the re-amortization tool, as well as analyzing research and resolving documentation issues. Efficiently run and analyze comprehensive reports reflecting pipeline efforts. Implement projects and process improvements per established timelines and companywide direction. Support management with daily processes, including maximizing use of labor resources to achieve goals by planning and prioritizing loan assignments among representatives.

Key Accomplishments

  Successfully trained and mentored newly hired employees.

  Served as SME on all acquisitions, deals, and trust collapse efforts.

  Led strategic root cause analysis and forward resolution mitigating repetitive efforts.

Citi Mortgage, Irving, XXXXXX (2011 2017)

Business Control Specialist

Utilized broad scope of industry knowledge toward directing detailed account research and analysis to support critical compliance measures. Expertly researched, evaluated, and interpreted inconsistencies in data and processes, including delivering coaching and feedback to business partners via conference calls, emails, and global 360 feedback. Provided compliance and auditing resources, including interpreting and writing procedural tests and providing sampling data for requirements. Interfaced among department management to ensure ongoing consistency and quality of processes.

Key Accomplishments

  Identified and initiated procedural and / or training education by analyzing quality results.

  Executed SLAs to minimize risk associated with OCC and / or additional regulatory requirements.

  Expertly researched and corrected client loans considered out-of-compliance relevant to MAT waterfall.

Citi Workforce Management, Irving, XXXXXX (2011 2014)

Operations Analyst

Strategically steered analysis of intra-day call center patterns while continually partnering with scheduling, routing, and forecasting initiatives to meet and / or exceed business objectives. Consistently adjusted activities as necessary to optimize productivity and efficiency. Developed accurate reports for business partners, and alerted business leaders of unacceptable deviations on a real-time basis. Ensured strict compliance with business / industry standards and practices.

Key Accomplishments

  Independently responded to and resolved complex challenges.

  Collaborated with teams on development of process improvements.

  Mitigated negative impacts to clients with urgency by coordinating outages.

  Performed monthly risks / opportunities assessment with senior management.

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Citi Mortgage, Irving, XXXXXX (2010 2011)

Quality Specialist

Expertly led detailed account research and analysis to support key compliance measures, including researching, evaluating, and interpreting data and processes inconsistencies, as well as delivering coaching and feedback to business partners via conference calls, emails, and / or global 360 feedback. Researched and resolved client loans considered out-of-compliance relevant to MAT waterfall. Trained and mentored team members in daily tasks while comprehensively providing compliance and audit resource interpretation, writing, procedural testing, and sampling data for testing requirements.

Key Accomplishments

  Continually liaised among department management for quality, consistent processes.

  Minimized risk with OCC and other regulatory requirements via expert execution of SLAs.

  Successfully supported diverse processes related to loan modifications and forbearance agreements.

Citi Cards, Irving, XXXXXX (2006 2010)

Process Specialist

Spearheaded solutions-centric quality control reviews on concession arrangements, including processing system entitlements and termination requests for employees. Performed clean desk audits. Promptly resolved customers delinquency by coordinating concession and non-concession arrangements, match pay, and settlement offers.

Key Accomplishments

  Processed and printed MIS and additional daily reports for management review.

  Efficiently processed requests for employee schedule changes and / or staff vacations.

Saatchi & Saatchi, Harare, Zimbabwe (2003 2004)

Financial Manager ￨ Secretary

Led targeted administrative, financial, and / or data and records management initiatives for this company with a 2-Billion ZWD turnover, including performing companywide secretarial duties such as planning board and management meetings and submitting annual returns. Efficiently produced financial and management accounts. Prepared company s annual budgets and cash flow statements, including preparing essential cash flows. Directed the company s Finance and Administration Departments with a staff of 12, as well as overseeing the Internal Audit Department and annual audits.

Key Accomplishments

  Strategically negotiated a cost-efficient bank overdraft facility.

  Recruited and trained staff in Finance and Administration Departments.

  Promptly responded to and resolved customer inquiries on diverse tax matters.

  Participated in change-over of company ownership after purchase by current owners.

Executive Freight (Pvt.), Ltd., Harare, Zimbabwe (1997 2003)

Accountant ￨ Secretary

Ensured seamless production of monthly financial and management accounts for this company generating an annual turnover of 200 Million ZWD, including actively performing diverse secretarial duties (i.e. meeting coordination, annual returns submission). Directed a 7-member Finance Department, as well as teams within the company s Administration Department and Internal Audit Department. Supported Managing Director with various Human Resources functions.

Key Accomplishments

  Prepared all annual budgets and cash flow statements, and exceeded deadlines for annual audits.

  Participated in management and worker buy-out of the company from the holding company in 1998.

McDonald Scientific (Pvt.), Ltd., Harare, Zimbabwe (1993 1997)

Played a vital role in producing monthly financial and management accounts up to balance sheet, including compiling the company s annual budgets and cash flow, as well as participating in group weekly cash flow meetings chaired by the CEO. Drove business growth by recruiting, training, mentoring, managing, and evaluating a top-performing team of subordinates. Directed Procurement and Shipping Departments with a staff of 3, as well as Administration and Stores.

Key Accomplishments

  Successfully managed the Finance Department, including overseeing a 10-member team.

  Reported to the company s group Internal Audit Director regarding key internal audit matters.

  Participated in company s board meetings by invitation every quarter and responded to all questions.

Master of Business Administration Zimbabwe Open University

Associate, Chartered Institute of Secretaries (ACIS) Institute of Chartered Secretaries & Administrators

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) ￨ PeopleSoft ￨ Aspect ￨ WFM Application ￨ NICE

MAT Tool ￨ Avaya ￨ OCS ￨ CitiLink ￨ FileNet ￨ Speedpay ￨ DRI ￨ Custom ￨ LSAMS ￨ Remedy ￨ Various SharePoint Sites